Toby Levan Email & Phone Number

Washington, Dc, Us

Maryland, United States

• Created and upheld IT availability and continuity plans to ensure services met agreed-upon levels.• Oversaw and reported on IT service availability and performance.• Addressed and resolved major incidents and outages, decreasing recovery time.• Worked with IT teams to promptly restore services.• Performed post-incident analyses to pinpoint root causes and applied corrective measures.• Analyzed incident patterns to uncover underlying issues.• Collaborated with IT teams to solve problems and prevent their recurrence.• Kept a problem register and monitored the resolution progress.• Identified ways to improve IT service availability and performance.• Applied best practices and process enhancements to boost service availability.• Regularly reviewed and evaluated processes for continuous improvement.• Evaluated and identified risks to IT service availability.• Developed and executed risk mitigation plans.• Managed a risk register and conducted regular updates and reviews.• Partnered with IT teams, business units, and external vendors to ensure service reliability.• Communicated service status, incidents, and improvements effectively to stakeholders.• Delivered consistent reports and updates on IT availability to senior management.• Maintained precise and current documentation for IT availability management.• Compiled and presented availability reports and metrics to stakeholders.• Ensured adherence to regulatory and organizational standards.

Maryland, United States

• Achieved outstanding reviews from my administration and earned a bigger role on the team through my ability to showcase superior flexibility and teamwork.• Maintained continuous service availability and met SLA goals by leveraging my expertise in monitoring dedicated queues and managing help desk support for a diverse customer database.• Increased productivity and reduced wait time for ticket resolutions by employing my adeptness in assigning tickets accurately and optimizing resource allocation.• Effectively communicated outage information to coworkers and customers, demonstrating my aptitude for clear and timely communication.• Demonstrated expert knowledge in the Service Now ticketing system, ensuring seamless operations through my efficient communication documentation.• Provide excellent tier 1 and tier 2 ticket resolution, gaining remarkable recognition from both customers and management through my adept problem-solving and customer service skills.• Volunteered to support new employees through training and guidance, showcasing my leadership and mentoring capabilities.• Obtained CompTIA Security plus certification.• Arrange visitor requests and special location accesses for field technicians. • Assume managerial role when needed in manager’s absence.

Baltimore, Maryland, United States

Helping people achieve their fitness goalsAssisting people with nutritional adviceConducting exercise workshopsManaging daily fitness operationsPromotion and marketing for MAC Fitness L.L.C.Attending various events for MAC Fitness L.L.C.Creating and implementing nutrition plans

Fort Meade, Md

Bowie, Maryland

Master Of Science - Ms, Leadership

Bachelor Of Arts (B.A.), Speech Communication And Rhetoric

Activities and Societies: Black Student Union, NAACP, Minority Achievement Coalition, Student Government Board, Intramural Sports, Gospel.